In today’s dynamic business landscape, organizations are constantly searching for innovative solutions to streamline operations and deliver exceptional customer service. Oracle Field Service stands out amongst competitors as a top platform designed to optimize field service management, enabling businesses to enhance efficiency, improve customer satisfaction, and boost profitability across the board.

Read on to learn more about Oracle Field Service and how our senior-level Oracle consulting services can help your field service organization make the most of the technology you already own.

What is Field Service Management Software?

Field service management software automates the scheduling and tracking of field service staff, supports service or warranty contracts, improves SLA administration, and offers advanced analytics and other predictive technology features for better decision-making. Oracle’s tailored solutions cater to the specific needs of field-oriented companies across various industries, such as plumbing, HVAC, telecommunications, and more.

Intelligent software solutions like Oracle Field Service offer diverse functionalities, such as applications and dashboards, designed for technicians, managers, and customer support personnel. 

With advanced tools and mobile app capabilities, field employees can update their managers on job progress, request parts on-site, create service reports and invoices, and deliver critical documentation through an accessible portal in the app. The Field Service solution offers managerial capabilities, including advanced scheduling and dispatch features and workforce optimization tools, to help companies match job complexity with technician expertise or certification levels.

What is Oracle Field Service?

Oracle Field Service is a cloud-hosted solution for managing field services. It allows companies to schedule field activities, map routes, and provide mobile workers with the necessary tools to fulfill service assignments at various asset sites, clients’ residences, or workplaces.

Oracle Field Service helps businesses enhance customer satisfaction and reduce costs through efficient service delivery and complete service management functionality. The solution automates all steps in the service task processes, from the initial customer inquiry to issue resolution, billing, and customer payment. With robust matching functionality, technicians can quickly identify and solve business problems and enhance service delivery.

Top Features of Oracle Field Service

Here’s a look at some of the top features of the Field Service solution:

Empowered Technicians

Collaborate with teams

Connect over jobs, knowledge, tools, and parts to effectively resolve customer issues and complete jobs on the first go around.

Complete service tasks anywhere

Access critical job information on desktop and mobile devices to serve clients in the office or on the go.

Leverage preconfigured workflows to simplify complex tasks

Maintain consistent and reliable service delivery to reduce onboarding times and improve support for mobile employees.

Gain access to helpful resources while completing service tasks

Access videos, manuals, schematics, articles, and other technical support resources in the movie application to find answers to urgent questions and solve problems on the spot.

Work Scheduling and Planning

Maximize resource usage

Organize service frameworks to achieve core objectives related to cost management, customer satisfaction, and operational efficiency.

Automate routing and scheduling

Increase task completion, minimize driving distances, maintain timely arrivals, and eliminate unnecessary service visits to improve both technician and customer satisfaction.

Forecast staffing needs

Achieve projected workload management targets, monitor critical performance metrics, predict future demand trends, and create strategic plans for long-term success.

Customer Self-Service

Manage and track field service appointments

Give customers an accurate view of mobile worker arrival status and communication options to reschedule and send notifications via SMS or email.

Assist customers in finding answers to common issues

Deflect small service inquiries away from service teams and allow customers to utilize self-learning tools to resolve issues quickly and effectively.

Customer autonomy and convenience

Provide instant service through existing communication channels, such as video chat, text messaging (SMS), and digital support.

Service Logistics

Link supply chain with field service

Encourage on-the-go workers to verify the availability of required materials, initiate transfers, place orders, and reserve parts for the inventory stored in their vehicles.

Create a return material authorization for physical assets and give clients estimates on repair value and maintenance costs.

Ensure the allocation of labor and materials costs aligns with existing service-level agreements (SLAs) and entitlements.

Submit used parts and review the cost of labor, expenses, and parts in the field service mobile app.

Service Support

Video chat capabilities

Utilize integrated video chat features to accomplish tasks more efficiently, effectively target problem areas, engage with specialized service support teams, and leverage real-time assistance to maximize system uptime and profitability.

On-demand assistance for mobile employees

Provide ‘next-best’ help recommendations and relevant advice to mobile workers through intelligent chatbots and other intuitive mobile chat features.

Widen coverage area and close staffing gaps

Manage a hybrid workforce comprising contractor, in-house, and third-party service networks in one, unified enterprise application.

Boost the capabilities of your office-bound service support teams

Leverage the knowledge of senior field professionals and intelligent voice, video, screen sharing, and annotation tools to assist new or junior members effectively.

IoT and Interconnected Devices

Analyze, recognize, and react to IoT signals

Enhance asset availability and usage efficiency by consistently tracking and visualizing usage, condition, and performance metrics remotely.

Identify irregularities, perform remote diagnostics, and initiate self-repair commands to prevent service interruptions.

Generate work orders and organize field service tasks to prevent or reduce downtime.

Leverage digital twin visualizations to pinpoint problematic components and automatically identify faults and deviations.

Key Benefits of Oracle Field Service

  • Decrease the cost of service tasks
  • Improve technician and customer satisfaction
  • Enhance the productivity of field technicians and dispatchers
  • Streamline the service delivery processes from dispatching to invoicing
  • Utilize automation and self-service functionality to maximize service efficiency

How Can We Help?

Whether you need help implementing Oracle Field Service for improved service efficiency, understanding how your existing Oracle solutions can work together to optimize productivity, or just beginning your journey with Oracle, Surety Systems can handle it all.

Our senior-level Oracle consultants have the functional expertise and years of experience to understand your critical project needs, guide your team through a successful Oracle implementation or integration, and prepare your teams for success after Go-Live.

Contact Us

Are you interested in learning more about the Oracle Field Service application or where our team of senior-level Oracle consultants can fit in your organization?

Contact us today!